User Support Service Operator

Serco Group; Roma; Hybrid; EUR 26,000 - 29,000; Full time

Benefits offered by this job

Healthcare for family members

Shuttle service to Rome office

13th and 14th salaries

Training programs

Job summary

Serco Italy is seeking a User Support Service Operator to manage first-level user interactions, with responsibilities spanning email routing, ServiceNow ticketing, and profile verification. The role emphasizes data access rights, account management, and handling English technical documentation within an international team.

The position offers a potential hybrid work model, a salary range of 26k–29k euros, plus a 13th/14th salary, meal and coffee perks, health insurance for staff and family, and

Qualifications

• Strong customer orientation.
• Very good command of English (indispensable).
• Strong interpersonal skills and the ability to integrate into an already well-established team.
• Good knowledge of the MS Office suite and familiarity with common office tools.
• Ability to read and understand technical documentation predominantly written in English.
• Knowledge of Earth Observation is considered an asset.

Responsibilities

• Acting as the first interface to users, managing email distribution in MS Outlook and the ServiceNow ticketing system, and routing, assigning, and tracking requests in ServiceNow.
• User profiling verification and moderation, applying different policies, handling data access requests involving manual intervention, and ensuring approval within the expected timelines.
• Implementing data access rights as per ESA directives for new missions, handling new project proposals, and implementing the start-up process (user notification and project registration).
• Managing data access rights and quota allocation for datasets with restrictions.
• Supporting and maintaining EO user accounts through the Identity Access Management system by timely responses to account enquiries and updating user information.
• Collecting official documents, contributing to weekly/monthly reports, and maintaining internal working instructions.

Skills

Customer orientation

English proficiency

Interpersonal skills

MS Office knowledge

Technical English reading

Earth Observation knowledge

MS Outlook

ServiceNow

Tools

ServiceNow

MS Outlook

MS Office

Job description

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Serco is a trusted leader in Space Services, with a proud history spanning over 55 years and a track record of supporting more than 50 space missions for world-renowned agencies like ESA and NASA. Our expertise covers the entire space lifecycle - from satellite testing and launch services to spacecraft operations, space surveillance, and data management - making us a key partner in advancing national strategies and driving innovation in the New Space era.

We’re looking for a talentedUser Support Service Operatorto join our team.

Key Responsibilities

First-Level Activities

• Acting as the first interface to users, managing email distribution in MS Outlook and the ServiceNow ticketing system, and routing, assigning, and tracking requests in ServiceNow.

Data Access Management Support

• User profiling verification and moderation, applying different policies, handling data access requests involving manual intervention, and ensuring approval within the expected timelines.
• Implementing data access rights as per ESA directives for new missions, handling new project proposals, and implementing the start-up process (user notification and project registration).
• Managing data access rights and quota allocation (generation of accounts or provision of access details) for datasets with restrictions.

User Account Management Support

• Supporting and maintaining EO user accounts through the Identity Access Management system by:
• Supporting users’ account enquiries and providing dedicated information and instructions.
• Keeping users’ personal information up to date and consistent, preventing incorrect country locations or generic institutional entries.
• Locking/unlocking and activating/deactivating SSO accounts.
• Troubleshooting incompatibilities with the ticketing system, ensuring data consistency across different tools, and keeping the relevant database(s) clean and aligned.
• Collecting official documents and procedures, contributing to weekly and monthly reports, and creating and maintaining internal working instructions.

Skills

• Strong customer orientation.
• Very good command of English (indispensable).
• Strong interpersonal skills and the ability to integrate into an already well-established team.
• Good knowledge of the MS Office suite and, more generally, familiarity with common office tools.
• Ability to read and understand technical documentation predominantly written in English.
• Knowledge of Earth Observation is considered an asset.

Package Description

Joining Serco Italy’s amazing team offers:

• Great career opportunities
• International environment
• Possible hybrid work

What We Offer

• Salary range: 26k -29k euros
• 13th and 14th monthly salary payments
• Meal, snacks, and free coffee when on-site at Serco Rome Office
• Health insurance coverage, also extended to family members
• Company-sponsored training programs
• Shuttle service to the Rome office
• Discounted membership at Fit Express Roma sports center
• Discounts at retail stores within the Domus shopping center (restaurants, hairdressers, beauty services, etc.)

The Company reserves the right to evaluate the appropriate job level and compensation package based on objective criteria emerging during the selection process, in line with the candidate’s seniority, the role requirements and consistency with internal pay equity parameters for comparable positions, and in compliance with principles of fairness, transparency, and equal opportunity as set out by applicable law.